Wayne Welsh Email & Phone Number

Charlotte, North Carolina Area

Charlotte, North Carolina Area

Charlotte, North Carolina

- Responsible for implementing and ongoing management of ITIL Problem Management of the 87 external client organizations with over 10,000 reported incidents per month for 120,000 client seats that we support. Managing support engineers in Charlotte and Seattle NOC.- Responsible for the relationship with development team to help continually configure the monitoring solution of the supported client applications, with a focus to report on and resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on the business.- Implemented strategic vision for the technical support arena, including documentation of standard operating procedures and creation of an internal training program for all new hires. - Successfully executed with management team on tactical and strategic initiatives to merge legacy M3 Managed Services organization with Azaleos Operations organization including managing projects to merge and deploy ticketing systems as well as migrating from SCOM 2007 to new Azaleos monitoring solution.

Charlotte, North Carolina Area

- Responsible for monitoring, support and ITIL Incident Management for supported clients, managing a staff of over 16 engineers including 4 team/technical leads, and technical support staff. Worked directly with SCOM Monitoring team to continually configure and tune monitoring packages for Exchange and Active Directory applications. - Partnered with peers and executive management to implement “best practice” framework, define metrics, improve reporting, and coordinate the creation and delivery of in-house training.- Responsible for 24x7 support team that responded to all service requests from 14 enterprise external client organizations with 50,000+ client seats. As well as restoration of normal service operation as quickly as possible with minimal adverse impact on business operations, thus ensuring that Service Level Agreements are maintained.

Newark, Delaware

- Responsible for troubleshooting and repairing hardware, software and network related problems on all personal computers and the LAN/WAN infrastructure. Perform server (Exchange, SMS, and/or Windows NT/2000/2003) computer hardware and software setup to comply with University systems configuration guidelines. - Exchange/Outlook AdministrationDaily monitoring, administration and troubleshooting of exchange infrastructure which included support of Exchange 2000/2003 and Outlook 2000/2003Experience with recovering from complete hardware failure and disaster recovery of Exchange 2003 environment.